Too often, Workforce Management is seen as a back-office function focused only on staffing levels and meeting service metrics. But today’s reality is very different: WFM sits at the center of operations, finance, technology, and employee experience. The data, forecasts, and intraday management performed daily influence far more than schedule adherence; they impact agent morale, customer satisfaction, and even how quickly organizations can adapt to new technology like AI. What to do: 1. Be Engaged: Bring WFM into strategic conversations early. Don’t wait until after tech or process decisions are made before engaging WFM up front to identify risks, forecast...
Date: Friday, December 5 Time: 11:00 am CT Future-Proofing Your WFM Stack: Requirements for the Next Decade of Contact Centers The next decade of customer support will demand more from every team — more adaptability, more clarity, and more conviction in how work gets done. AI agents are expanding capacity in new ways, channels are multiplying, and customer expectations continue to climb. What doesn’t change is the need for a workforce management foundation built to keep pace. In this session...
Date: Thursday, December 11 Time: 11:00 am-12:30 pm CT Welcome to the North Pole – A Guide to WFM Staffing Models Calling all WFM Elves! Get ready to sleigh your 2026 long-term plans and unwrap an early gift this year with our free VIP Webinar for SWPP Members! Join Workforce Wizard Marshall Lee and Elf Strategist Tiffany LaReau for a festive 90-minute Zoom training session. We have a bag full of insights to share with you for building a comprehensive WFM...
Date: Tuesday, December 9 Time: 11:00 am CT Modernizing Contact Center Capacity Planning in the Age of AI As customer expectations rise and workforce dynamics shift, the contact center has become the front line of brand experience — and a proving ground for planning agility. Yet many organizations still rely on static spreadsheets for their capacity planning that can’t keep pace with real-world dynamics. In this session, James Wilby, Workforce Planning Practice Lead at Keyrus, and Paul Meredith, Workforce Solution...
